Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Introduction

This Refund Policy ("Policy") governs all purchases made through our website cafe-hangryjoes.top, by phone, or in person at Hangry Joe's. By placing an order with us, you agree to the terms outlined in this Policy. We encourage you to read this document carefully before completing any transaction.

Hangry Joe's operates in the United States and complies with applicable federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state regulations governing food service businesses. Our goal is to handle all refund requests fairly, transparently, and promptly.

2. Contact Information for Refund Requests

Before reviewing the details of this Policy, please note how to reach us for any refund-related concerns:

Our customer service team is available to assist you with any refund or order concern. We aim to respond to all inquiries within 1–2 business days.

3. Eligibility Conditions for Refunds

Refunds at Hangry Joe's are considered on a case-by-case basis. To be eligible for a refund, the following general conditions must be met:

• The order was placed directly through our official website (cafe-hangryjoes.top), by phone, or in person at a Hangry Joe's location.
• The refund request is submitted within the applicable timeframe outlined in Section 4 of this Policy.
• The issue reported is verifiable and falls within an eligible category (e.g., incorrect item delivered, missing items, food quality concerns, or order preparation errors).
• You provide adequate documentation or description of the problem (photos, order confirmation number, or a detailed description).
• The order has not been substantially consumed. Refund requests for fully or mostly consumed food items may be denied at our discretion.

Eligible refund situations include, but are not limited to:

• You received an incorrect item that does not match your order.
• Items were missing from your order upon delivery or pickup.
• The food was demonstrably spoiled, inedible, or presented a health or safety concern.
• A duplicate charge was applied to your payment method.
• Your order was never delivered, and no resolution was provided by the delivery partner or our staff.
• A technical error during online checkout resulted in an erroneous transaction.

4. Timeframes for Refund Requests

To ensure prompt and effective resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be considered. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issue arises.

5. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include:

• Fully consumed food items: If an item has been fully eaten or consumed before a complaint is raised, a refund will generally not be issued.
• Change of mind: Refunds are not provided simply because a customer changed their mind about an order after it has been prepared.
• Customized or special orders: Orders that were prepared according to specific customer instructions or modifications are non-refundable unless there is a preparation error on our part.
• Promotional or discounted items: Items purchased as part of a limited-time promotion or at a heavily discounted price may not be eligible for a refund unless the item is defective or incorrect.
• Gift cards and store credit: Gift card purchases and store credit are non-refundable and cannot be exchanged for cash.
• Delivery fees: Third-party delivery fees charged by external delivery platforms are generally non-refundable by Hangry Joe's. Please contact the respective delivery platform for disputes related to their charges.
• Orders placed through third-party platforms: Orders placed via third-party delivery apps (e.g., DoorDash, UberEats, Grubhub) are subject to those platforms' refund policies. Hangry Joe's is not responsible for refunds on third-party orders.

6. How to Request a Refund — Step-by-Step Guide

To request a refund, please follow these steps carefully:

1. Gather Your Information: Collect the following before contacting us:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographic evidence (if applicable — e.g., incorrect item, damaged packaging)
2. Contact Us: Reach out to our customer service team via email at [email protected]. Include all the information gathered in Step 1 in your message.
3. Wait for Acknowledgment: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions to verify your claim.
4. Review and Decision: We will review your refund request and make a determination within 3–5 business days of receiving all necessary information.
5. Resolution: If your refund is approved, we will notify you of the approved amount and processing method. If denied, we will provide a written explanation and, where possible, suggest an alternative resolution.

7. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to appear in your account depends on your original payment method:

Please be aware that while Hangry Joe's processes refunds promptly upon approval, your bank or card issuer may take additional time to post the funds to your account. We are not responsible for delays caused by third-party financial institutions.

8. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Hangry Joe's may issue a partial refund under the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly.
• A food item was partially consumed before an issue was reported — we may offer a partial refund at our discretion.
• Minor quality concerns that do not warrant a full refund but justify some form of compensation.
• When a promotional discount was applied to the original order, the refund will reflect the actual amount paid for the affected item(s) rather than the full menu price.

The amount of a partial refund will be calculated based on the price of the affected item(s) only. Taxes, fees, and non-refundable charges will not be included in partial refund calculations unless they are directly tied to the refunded item.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured to balance customer flexibility with the operational needs of our kitchen staff:

9.1 Online and Phone Orders

• Within 5 minutes of placing your order: You may cancel your order for a full refund. Because our kitchen begins preparing orders quickly, this window is strictly enforced.
• After 5 minutes: If your order has already entered the preparation stage, cancellation may not be possible. In such cases, we may offer a store credit instead of a cash refund.

9.2 Pre-Orders and Catering Orders

• Cancellations made more than 48 hours before the scheduled pickup or delivery time will receive a full refund.
• Cancellations made 24–48 hours before the scheduled time will receive a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and staffing will have been allocated.

9.3 In-Store Orders

Once a food order has been placed at the counter, it cannot be cancelled. If you experience an issue with an in-store order, please notify a staff member immediately so we can address it before your food is prepared or served.

10. Exchange Policy

Hangry Joe's is happy to offer an exchange (replacement item) as an alternative to a monetary refund in certain situations:

• Incorrect item received: We will prepare and deliver or provide the correct item at no additional charge.
• Missing item: We will fulfill the missing item at our earliest opportunity, either through re-delivery (where possible) or at your next visit.
• Unsatisfactory food quality: In cases where the quality of a food item is not up to standard, we may offer a fresh replacement as our first resolution option.

Exchanges are subject to item availability. If a particular item is no longer available (e.g., sold out for the day), we will offer a comparable item of equal or lesser value or issue a refund for the unavailable item.

Exchanges are not available for food items that have been substantially consumed, items that were prepared correctly as ordered, or items where customer preference (rather than an error or defect) is the reason for dissatisfaction.

11. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to pursue the following escalation path before seeking external remedies:

Step 1: Internal Escalation

Contact our management team directly via email at [email protected] with the subject line "Refund Dispute Escalation." Provide your original request details and the reason you are disputing the resolution provided. A senior team member will review your case within 3 business days.

Step 2: Mediation

If the internal escalation does not result in a satisfactory resolution, both parties may agree to engage in informal mediation. Hangry Joe's is committed to good-faith negotiations to resolve any disputes amicably.

Step 3: Consumer Protection Resources

As a U.S.-based business, you have rights under the Federal Trade Commission Act and applicable state consumer protection laws. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): ftc.gov/complaint
• Your state's Attorney General Office — most states offer consumer complaint portals online.
• Better Business Bureau (BBB): bbb.org

Step 4: Chargeback (Payment Disputes)

You also have the right to dispute a charge with your credit card issuer or bank. However, we ask that you first allow us the opportunity to resolve the issue directly, as chargebacks can be disruptive and may affect future service. If you do initiate a chargeback without first contacting us, we reserve the right to provide your financial institution with all relevant documentation regarding your order and our refund decision.

12. Special Circumstances

We recognize that extraordinary events can sometimes affect orders and customer experience. In the following situations, Hangry Joe's will use reasonable judgment and compassion:

• Allergic reactions: If you experience an adverse reaction that may be related to your food order, please contact us and seek medical attention immediately. We take food safety and allergen concerns very seriously and will cooperate fully in any investigation.
• Weather or natural disaster delays: If severe weather or other force majeure events cause delivery delays or order issues, we will work with you to find a fair resolution.
• Technical errors on our website: If a bug or technical issue on cafe-hangryjoes.top causes an incorrect charge or duplicate order, we will issue a full refund promptly upon verification.

13. Changes to This Refund Policy

Hangry Joe's reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at cafe-hangryjoes.top with an updated "Last Updated" date. We encourage you to review this Policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised Policy.

14. Contact Us

If you have any questions about this Refund Policy or wish to submit a refund request, please do not hesitate to contact us: